COURTNEY LEWIS
Arlington,Texas
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
9
9
years of professional experience
Work History
Teacher Assistant
Uplift Education
12.2021 - Current
- Implementing Teacher's lesson plans and maintaining daily classroom schedules
- Supporting each child's social, emotional and intellectual growth and development
- Ensuring the wellbeing and safety of children at all times
- Using a variety of instructional and assessment strategies, as directed by the Teacher, to meet individual student needs
- Assisting students with assignments or difficult concepts
- Maintaining communication with parents, staff and faculty regarding the progress of students
- Assisted teachers with supervision and care of group of 25 children
Customer Service Representative
Verizon
08.2018 - 11.2020
- Take customer calls and provide accurate, satisfactory answers to their queries and concerns
- De-escalate situations involving dissatisfied customers, offering patient assistance and support
- Call clients and customers to inform them about the company's new products, services and policies
- Guide callers through troubleshooting, navigating the company site or using the products or services
- Review customer or client accounts, providing updates and information about billing, shipping, warranties and other account items
- Collaborate with other call center professionals to improve customer service
- Help to train new employees and inform them about the company's customer management policies
- Streamlined call center processes for improved efficiency and reduced wait times
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
- Developed strong product knowledge to provide informed recommendations based on individual customer needs
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts
Collection Customer Service Representative
United Credit Union
12.2015 - 08.2018
- Answering or making calls to clients to learn about and address their needs, complaints, or other issues with products or services
- Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued
- Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed
- Building lasting relationships with clients and other call center team members based on trust and reliability
- Utilizing software, databases, scripts, and tools appropriately
- Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service
- Making sales or recommendations for products or services that may better suit client needs
- Taking part in training and other learning opportunities to expand knowledge of company and position
- Adhering to all company policies and procedures
Education
Associate of Business - Administration Management
Prince George's Community College
Largo, MD05.2015
Diploma -
Friendly High School
Fort Washington, MD06.2010
Skills
- MS Office
- Written and Oral Communication
- Data Entry
- Management Skills
- Leadership
- Multitasking
- Budgeting
- Professional telephone demeanor
- Call center experience
- Follow-up skills
Timeline
Teacher Assistant
Uplift Education
12.2021 - Current
Customer Service Representative
Verizon
08.2018 - 11.2020
Collection Customer Service Representative
United Credit Union
12.2015 - 08.2018
Diploma -
Friendly High School
Associate of Business - Administration Management
Prince George's Community College
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